Should you have any concerns or have a complaint, please ensure you follow the complaint procedure so that corrective action may be taken. Please contact the Life Enrichment Coordinator – 604-851-4006
Step 1: Seek to resolve the issues through one-to-one discussion with the appropriate person. This may be another resident, the staff on duty, the appropriate manager, or another employee of Terrace East Assisted Living.
Step 2: Failing satisfaction with this discussion, you may choose to bring the matter to the attention of the Nurse Team Leader. The Nurse Team Leader will investigate the complaint and provide you with the results of the investigation and any action required.
Step 3: If the matter is not resolved at this stage, it is recommended to put it in writing. This will then be forwarded to the appropriate Manger. The appropriate Manager will clarify the nature of the complaint and attempt to resolve the issue.
Step 4: Notwithstanding any of the above, any resident or person with a concern may make a complaint to the Assisted Living Registrar’s office. The office addresses complaints about the violation of health and safety standards, abuse and/or neglect of residents, provision of prescribed services by an operator, inability of residents to direct their own care, operator not offering all five hospitality services, and the operation of an unregistered assisted living residence.
The Registrar may be contacted as follows:
Office of the Assisted Living Registrar of BC
Ministry of Health
2-2, 1515 Blanshard St
Victoria, BC, V8W 3C8
Phone: 250-952-1369, Toll-Free: 1-866-714-3378